Team Lead - Client Support Analyst

Canadian Blood Services; Hamilton; Hybrid; CAD 78,000 - 91,000; Full time

Benefits offered by this job

Defined benefit pension plan

Annual performance award up to 6%

Employee discounts, wellness program,

Job summary

Canadian Blood Services seeks a Temporary full-time Team Lead - Client Support Analyst to lead a team of Client Analysts delivering high-quality technical support across Canada. You will coordinate during incidents, manage escalation, and ensure timely resolution with strong customer focus.

This hybrid role requires on-site deskside support at multiple locations and 40% on-site presence, with 37.5 hours per week. Start date 2026-09-21, end date 2028-09-29.

Qualifications

• Post-secondary education in a relevant discipline (community college diploma preferred).
• 4–5 years of related experience; at least 3 years in a technical support role including Service Desk, troubleshooting software, and printing access.
• Knowledge of Windows, servers, Microsoft Office, and general network and Internet principles is mandatory.
• Minimum 2 years of leadership, coaching, or guidance experience with technical teams.

Responsibilities

• Lead, coach, and develop Client Analysts to build technical capabilities and knowledge sharing.
• Oversee team performance, set priorities, monitor workload, and ensure high-quality client support.
• Provide third-level support and act as escalation point for complex IT issues.
• Monitor service desk metrics and drive improvements to productivity and service delivery.
• Prepare and publish monthly performance metrics and variance reports.
• Engage in Change Management and Problem Management processes.
• Collaborate with internal partners to foster a client-focused service culture and support manager backup duties.

Skills

Leadership

Coaching

ITSM

Incident Management

Service Desk

Windows

Servers

MS Office

Networking

Communication

Problem Solving

Education

Post-secondary diploma in computer systems or end-user applications

Tools

ITSM

Remote Access

Knowledge Resources

Job description

This role requires a minimum of 40% on-site presence. Additional on-site work may be required based on business needs. On-site expectations are subject to change and may be adjusted on a temporary or permanent basis.

Job posting ID: 9080

Employment status: Temporary full-time

Position's anticipated start date: 2026-09-21

Position's anticipated end date: 2028-09-29

Classification: ITB

Salary/Rate of pay: $77,500 - $91,000

Application deadline: 2026-08-23

Application requirements

• Your up-to-date resume.
• We recommend you save a copy of the job posting for reference throughout the recruitment process.

Together, the work we do connects people and changes lives — including your own. Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

About The Role

Canadian Blood Services is looking for a Temporary full-time Team Lead - Client Support Analyst join our dynamic IT Infrastructure Operations and Delivery team. The IT Infrastructure Operations and Delivery team is responsible for managing and maintaining Canadian Blood Services’ IT infrastructure to ensure the smooth and efficient operation of its technology systems.

In this role, you will provide leadership and direction to a team of Client Analysts responsible for delivering exceptional technical support services across Canadian Blood Services. You will coordinate team response during critical incidents, ensuring effective communication, escalation, and collaboration to support timely resolution.

You will also provide service and support for Canadian Blood Services computer systems across Canada, including deskside support for our Sudbury National Call Centre and all Head Office locations. You will be responsible for supporting the resolution of IT problems and requests, acting as an escalation point, and ensuring effective troubleshooting, diagnosis, and first, second, and third-level resolution.

Formula for success

• Leveraging your people leadership skills, you will coach, mentor, and develop Client Analysts by providing guidance, feedback, and support to build technical capabilities, encourage knowledge sharing, and promote a culture of continuous learning.
• Utilizing your leadership abilities, you will support team performance by helping establish priorities, monitoring workload demands, and fostering collaboration to ensure the delivery of high-quality client support services. You will oversee team coordination during critical incidents, ensuring effective communication, escalation, and collaboration to support timely resolution and minimize business impact.
• Leveraging your technical expertise, you will provide third-level support for systems throughout Canadian Blood Services and act as an escalation point for Client Analysts.
• Capitalizing on your analytical and organizational skills, you will monitor overall productivity (e.g., Service Desk metrics), identify areas requiring improvement, and implement changes as required.
• Drawing upon your excellent documentation skills, you will prepare and publish performance metrics and variance reports monthly or as required.
• Leveraging your knowledge of IT service management practices, you will engage in Change Management and Problem Management processes.
• Building strong relationships, you will collaborate with internal partners, support effective communication across teams, and promote a positive client-focused service culture. Harnessing your managerial abilities, you will act as backup to the Manager, National Service Desk and provide support with team operations, priorities, and service delivery initiatives.

Desired Education And Skills

• Post-secondary level education in a relevant discipline from a recognized academic institution, preferably a community college diploma in computer systems or end-user applications.
• Minimum 4-5 years of related experience, with at least 3 years of experience in a technical support role, including Service Desk, troubleshooting software, and printing access. Knowledge of Windows, Servers, Microsoft Office, and general network and Internet principles is mandatory.
• Minimum 2 years of experience providing leadership, coaching, mentorship, or guidance to technical team members, with demonstrated ability to support employee development, knowledge sharing, and team performance.
• Experience working accurately and confidently with service desk tools and technology, such as ITSM, remote access, and knowledge resources.
• Demonstrated ability to lead, motivate, and engage a team while fostering a collaborative, inclusive, and client-focused work environment.
• Proven capability to work autonomously with minimal supervision, exercise sound judgment, and effectively prioritize competing demands.
• Outstanding customer service capabilities alongside exceptional verbal and written communication aptitude.
• Strong interpersonal skills with the ability to build collaborative working relationships with customers, colleagues, and cross-functional partners.

What We Offer You

• Percentage in lieu of benefits and vacation.
• Annual performance award up to 6%.
• Defined benefit pension plan.
• Employee discounts, wellness program, professional resources.

What You Can Expect

• This role will work in a hybrid environment with requirements to be onsite at a Canadian Blood Services location 40% of the time/2 days of the week.
• You will work Monday to Friday, 37.5 hours per week, 7.5 hours per day.

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.

We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be contacted. Emails are sent directly from our system, to ensure you receive them please add [e-mail] and [e-mail] to your safe senders list.

Applicants who require accommodation should discuss their needs with us.